Customer response: Repair system
In times of need
The Olympus Group has a repair system that optimizes the time and cost of the repair service, depending on the area and product.
Imaging Field
The Repair Center at Hachioji-shi serves as the repair plant for film cameras and digital cameras in Japan. In Europe, repair centers are mainly located in Portugal, the Czech Republic, and Russia. In the U.S., a repair center is located in New York.
Hachioji Repair Service Center (Tokyo)
Customers can request a service call through not only dealers and service centers but also our well-developed Repair Pick-up Service, which provides customers with a pick-up service. The staff, after receiving a call from a user, picks up the damaged product at the user's location and delivers it to the designated service center. Customers can also use the pick-up service on our web site to check the progress of the repair work, thus reducing the irritation that stems from waiting.
Percentage of repairs completed within the allotted time
Note1: To increase the percentage of repairs completed within the allotted time and improve customer satisfaction through better face-to-face services, we are strengthening the functions of local service centers and trying to achieve a "one-day repair service" at the service center.
Note2:In FY2006 we made a major overhaul of our repair services for information and imaging products. The aim of these enhancements was to improve face-to-face service systems, ensure that market-based quality data would be reliably fed back to planning and development departments, and to strengthen service systems for digital single-lens reflex cameras.
1. Repair service systems have been bolstered in locations providing walk-in on-demand repair services (Sapporo, Tokyo, Osaka, Fukuoka).
2. The service center for products returned by courier or mail has been relocated from Okaya to Hachioji.
Although the relocation of the service center resulted in a reduction in the speediness of repairs during the current fiscal year, we will strive not only to carry out repairs more quickly, which goes without saying, but also to raise the level of customer satisfaction by providing new services to help enhance the customer experience.
Medical Field
The Medical Service Operation Center Shirakawa (SORC Shirakawa) serves as the main repair plant for endoscopes in Japan. Repair centers are located in California in the U.S., and in Germany, France, and the Czech Republic in Europe under our centralized repair system. Since FY2006, repair center has also opened in China.
SORC Shirakawa (Fukushima Prefecture)
At SORC Shirakawa, the management of repairs and rental equipment is unified to quickly troubleshoot what is wrong with the products and minimize downtimeNote3. Furthermore, we have set up the Replication Room for the Customer's Environment, which serves to reconstruct the trouble scene experienced by customers on a system similar to that used by customers, thus allowing us to efficiently identify the failure. We also welcome customers to our facilities, providing them with workshops on how to handle products, including precautions, using training facilities, thereby enhancing customer-based services.
Note3: the length of time [an operation is] interrupted or time in a resting phase; normal services cannot be provided to customers while in downtime.
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